Intermediate Customer Support Specialist

Join Clio, a leading legal technology company, as an Intermediate Customer Support Specialist. In this role, you will provide technical support to customers using our enterprise SaaS platform, Clio Operate. Your responsibilities will include resolving support tickets, collaborating with internal teams, and identifying areas for process improvement. You will also build strong relationships with customers, manage their expectations, and contribute to the ongoing development of best practices. This position offers a hybrid work model, competitive compensation, and various benefits.

• Review and resolve incoming support tickets, ensuring that issues are addressed within the agreed Service Level Agreements (SLAs).
• Act as a key point of contact for customers, troubleshooting technical issues, providing guidance on platform usage, and escalating complex problems when necessary.
• Regularly review tickets to identify trends, recurring issues, and potential areas for improvement, and work proactively to implement better solutions.

• A passion for providing a high level of customer service and being willing to go the extra mile in all your engagements
• Exemplary communication skills across both written and verbal interactions
• Bachelor’s degree or diploma (or currently in your final semester with an expected graduation by August 2026, or recent graduate within the past 2 years)
• Working knowledge of Microsoft SQL could be an advantage
• Prior experience of working with cloud-based software or Azure hosted applications
• Previous experience in a customer facing technical support role
• Although we are keen to consider candidates from different backgrounds, the following skills and experience would be beneficial for this role:
• Educational background in Computer Science, Business, Communications, or other related fields with transferable skills relevant to customer support (e.g., problem-solving, communication, or technical aptitude)
• Although not essential, previous experience of working within the legal industry could be beneficial